Customer Experience Associate

TKEES Headquarters, Toronto, Remote Optional

Job Description

At TKEES, ensuring our customers have a positive experience is at our core. A great relationship with our customers is essential to our long-term success and company growth. In this role you will be the voice of TKEES, and a key member of our daily operations team. You’ll do everything from answering customer inquiries to working with teams across the company to identify trends and resolve issues. 

We’re looking for someone who loves interacting with customers, has great communication skills, and the problem solving skills to deal with a range of issues quickly without getting overwhelmed. 

Some issues are quick and straightforward complaints, others are new and require problem solving, a deep understanding of our product and systems, and close interaction with our digital marketing teams.

Responsibilities and Duties

  • Respond in an efficient manner to all incoming inquiries and correspondence, both internal and external
  • Resolve customer inquiries via e-mail, social media, and phone while providing appropriate solutions and alternatives within the time limits 
  • Problem-solving, regular follow-up and tracking on product and deliveries
  • Co-ordinate, manage and execute overarching company directives on Shopify
  • Organize customer information and account data for business planning and customer service purposes
  • Manage high volume of incoming calls and customer outreach to ensure positive customer experience
  • Track e-commerce orders via UPS or DHL and communicate with customers accordingly
Qualifications and Skills
  • Minimum 1 year of experience in customer facing role preference given to those who come from a strong retail background
  • Undergraduate degree or diploma preferably in a communication related qualification
  • Fast learner and able to adapt quickly to new CRM practices and channels of communication
  • Exceptional organizational, communication, critical thinking and time-management skills
  • Strong phone contact handling skills and active listening
  • Job Types: Full-time